Implementation Operations Manager

Responsibilities:

• Execute Client Success led initiatives including documentation of the process, action plan and status on each item in the plan (e.g., issues, resolution and as well as client associated questions/responses).
• Track current and new client details as ongoing reference source.
• Align internal stakeholders, and drive progress on client-facing deliverables and issue resolutions.
• Map client data to internal schemas, run test loads, and perform QA to ensure high data quality and error-free ingestion.
• Monitor SLAs for data processing, maintain operational dashboards, and drive quick resolution of pipeline issues.
• Support file configurations, launch readiness, and platform tooling enhancements within Client Command Center.
• Onboard client files through GCS and Fivetran into DBT models. This includes canonical mapping, eligibility matching, and QA of fill rates.
• Load and process incoming healthcare files (labs, claims, pharmacy) via secure SFTP delivery.
• Collaborate with Engineering to validate ingestion pipelines and surface file anomalies.
• Source and align on requirements for program configuration alongside Product and Account Management stakeholders.
• Update operational tables and maintain changelogs for rule configuration changes.
• Implement billing workflows using Google Sheets, dbt, and SQL transformations.
• Configure pricing, billable items, engagement rules, and grace periods based on contract requirements.
• Validate end-to-end setup using dashboards and raw data pipelines.
• Deploy optimized program rules using custom Python scripts and Firestore.
• Partner with QA to validate member onboarding logic to ensure setup was implemented accurately.
• Coordinate with Product, Client Success, Engineering, and Analytics to ensure readiness across all launch-related workflows.
• Communicate clearly with both technical and non-technical stakeholders.
• Participate in continuous improvement efforts for tooling, templates, and SOPs.
• Serve as a liaison to key Client Success partners (e.g., Marketing, Reporting/Analytics, Product, Engineering) to enhance coordination and visibility into action plans and status of deliverables/priorities.
• Proactively optimize workflows to increase efficiency, reduce manual effort, and scale repeatable processes.
• Additional responsibilities as needed.

• Bachelor’s degree in a quantitative, technical, or business field, or equivalent experience.
• 3+ years in data operations, analytics, health tech, or technical implementation.
• Experience in digital health, health plans, employer benefits, or B2B SaaS client onboarding.
• Familiarity with healthcare data types: eligibility, claims, pharmacy, lab, and prior authorization.
• Experience turning contract terms into system configuration, such as billing, SLAs, or performance guarantees.
• Experience working in a HIPAA-regulated environment with sound handling of protected health information.
• Past working examples of using scripting languages (e.g., Python) to automate and execute tasks is a major bonus.
• Critical thinking skills, ability to analyze data, identify gaps and risks and work with stakeholders, both internal and external, to create and implement recommendations for improvement.
• Must be a self-starter with the ability to work independently or in a team environment and have an ownership mentality.
• Must be organized and able to manage multiple tasks and apply good judgment in resolving complex, cross functional issues.